Pillar to Post Home Inspections

Professional, thorough, friendly, organized, on time, patient, knowledgable

Great, professional, thorough, most of all genuinely nice and caring people! Could not have asked for anybody better to complete our inspectionDave really helped us feel good about the house, and gave us an awful lot of invaluable information to help us out for a long time to come!

Did a great thorough job, answered all our questions along the wayNever felt rushed & John was very knowledgable

Incredibly Professional! Pillar to Post is always willing to pencil me in if I am presenting an offer and I want to show that I have an Inspection appointment in place Their employees are knowledgable, positive, happy to share loads of information with my client, prompt, and easy to work with I wouldn't use anyone else

Good morning - we have received the complaint and will pull the home inspection report for reviewSince the inspection took place over a year ago, it has been archived off-site This complaint was never brought directly to our attentionThis is the first we have been informed of it, and as
such, the consumer has not followed the agreed contractual complaint processAccording to the consumer's provided information to the Revdex.com, the issue actually occurred back in April of 2015, and the inspection in July of 2014. Complaints would typically come to our office immediately from a consumer when an issue occurs, so this is certainly an unusual approach. A home inspection is not a guarantee of future performance of home systems, and not a home warrantyIt is our hope that repairs were not completed without giving us an opportunity to review conditions to determine what / if any problem existed prior to any work being done. We will respond promptly after our initial home inspection report review and that should be by the end of this weekThank you

David L[redacted] in Fairfield, CT was incredibly thorough.... Was very impressed with the time he took with us and the report he provided. Would highly recommend him To other friends in the area....

Incredibly Professional! Pillar to Post is always willing to pencil me in if I am presenting an offer and I want to show that I have an Inspection appointment in place. Their employees are knowledgable, positive, happy to share loads of information with my client, prompt, and easy to work with. I wouldn't use anyone else.

I felt [redacted] was very thorough and informative. He really took the time to explain things as well as write them down for us to reference. We were very pleased with the service. Highly recommend!

Professional, thorough, friendly, organized, on time, patient, knowledgable.

Incredibly Professional! Pillar to Post is always willing to pencil me in if I am presenting an offer and I want to show that I have an Inspection appointment in place. Their employees are knowledgable, positive, happy to share loads of information with my client, prompt, and easy to work with. I wouldn't use anyone else.

David L[redacted] in Fairfield, CT was incredibly thorough.... Was very impressed with the time he took with us and the report he provided. Would highly recommend him To other friends in the area....

I felt [redacted] was very thorough and informative. He really took the time to explain things as well as write them down for us to reference. We were very pleased with the service. Highly recommend!

Review: Issues with Home Inspection[redacted]. Trumbull CT.In the week preceding February 21, 2013, I contacted and requested Pillar and Post Home Inspection Service to evaluate [redacted]. Trumbull. At the time we were restricted to a short term contract and had returned to our home in Shell [redacted] MO. In a phone conversation with Mr. [redacted] I explained the situation and also the fact that neither my wife or I would not be able too be at the Trumbull Site when the inspection took place. I stressed that we required a close inspection of the condition of the roof. I requested that Mr. [redacted] not inspect the home until he would be able to adequately inspect the roof, which was my primary concern. Another concern I mentioned was the front door entry. Prior to arriving at the home Mr. [redacted] called notifying me that he would be inspecting the home. I again asked if he could get on the roof and I was told that he could.The following are quotes from inspection report with our response.Page 2: Disclaimer clients not available for oral presentation. Fact: We where in phone contact, and available, for as long as Mr. [redacted] required us. Page 6: Exterior windows listed as storm Fact: no mention of missing screens. Exterior door listed with weather strip Fact: Front door and lower walk-in exterior door had excessive drafts requiring installation and replacement of weather stripping.Page 7: Disclaimer: Storage in garage obstructed complete inspection at this time. Please review this area prior to closing to insure that items of concerns not revealed. Fact: no items of concern where mentioned by inspector. It is unknown what should of concern. The inspector could have moved any of the items to view what was behind them.Page 8: Roof Structure. Inspected by Binocular. Fact: I specifically requested that inspection be done when physical access to roof was available. This was ignored.Page 9: Report stated: Main Roof Covering, Damaged: NO. Fact: I had roofer inspect this roof and he was able identify several long vertical cracks (as shown in this report) and broken shingles that where easily observed from ground level without binoculars. Any half way knowledgeable home inspector should have been able to observed and report this issue. Page 20: Plumbing Components: Thee turn off valves for main and first floor toilets where never checked. Upon attempting to switch out existing toilets with new ones both valves where found to be frozen and needed replacement. The lower outside water facet does not have an inside turn off. Page 23: Laundry. Fact: Light in laundry evidently not checked. We are unable to use as the light sparks and goes on and off.Page 31: Front door listed as operational Fact: Door handle striker not lined up. Unable to closed and lock door without use of deadbolt, which was listed as dangerous in report. Heavy cold draft from inadequate weather stripping. No record indicating that electrical outlet in laundry hallway was ever checked. We are unable to use this outlet as there are sparks coming from it and it goes on and off.Page 32: Living room ceiling, noted as having crown molding Fact: Living room does not have crown molding.Page 34: Bedrooms: Blinds where not checked off or checked. Fact: upon attempt to adjust the blinds in two bedrooms, they fell down as they are not anchored properly and are not correctly sized for window.Page 35: (Displayed photo of roof) Roof structure photo 2.1 clearly shows extended cracking of roof tiles.Noted issues: The front entry door lower side area is dry rotted and unable to sustain wood screws to mount door closer. Never noted. When I questioned the fact that the screens on several windows were missing Mr. [redacted] stated that he believes he located the screens in the attic. The attic screens were found to be missing tabs required to properly install. As of this date I am unable to install them and the manufacturer is unknown to me. Said screens also had tears in them.As a potential home buyer I rely on the expert knowledge and thoroughness of the inspector. The disclaimer in the home report appears, to me , to be a means of removing Mr. [redacted] of any responsibility for his failings. My expectations were to have a complete inspection of the home done, this was not the case. In the last 20 years I have gone through at east seven home inspections and have an informed expectation of what to expect. When I asked that the owner of Pillar to Post (Mr. [redacted]) to come to my home and observe my complaints he had Mr. [redacted] contact me. I stated to Mr. [redacted] the problems with the electrical outlet, the sparking overhead light, the dry rot and other issues. He was very defensive and stated that he does not check all of the electrical outlets or lights. I agreed ,but then canceled, Mr. [redacted]s return to my home as I felt that he would not admit to his failings. I called, and left messages for Mr. [redacted], two times, to contact but have not received any communication from him. I believe that Pillar to Post failed to comply to CT Consumer Protection Reg 200-491-4 (exterior door inspection), XX-XXX-X Plumbing System inspection and XX-XXX-X Electrical Inspection.Submitted: [redacted]. Trumbull CT XXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Correct electrical outlet and light issue via licensed electrician ,admit to poor inspection and, possibly take a course to improve their people skills.

Business

Response:

Business Response /* (1000, 6, 2013/08/15) */

Contact Name and Title: [redacted]

Contact Phone: [redacted]

Contact Email: [redacted]@pillartopost.com

The biggest source of claims in the home inspection profession is clients that do not attend their home inspection. Expectations are never properly set and half of the inspection, the oral presentation, is missed so that detail and context are missing. The customer is left to believe that limitation statements are evasions as opposed to simple declarations of what was done, and what wasn't done, so they can follow-up further if advisable.

The very first paragraph in our inspections advises absent clients (less than 1% of inspections we perform) that if there are any questions at all, they should contact us immediately and certainly prior to closing so that we can make whatever clarifications the customer may need. Unfortunately, this customer did not take the time to attend his home inspection, nor did he follow-up with us prior to closing.

A third party polls every single client and every single Realtor after every single home inspection we perform. We have earned a remarkably high 93% of clients who find themselves completely satisfied with their home inspection. The comments that go along with the numerical ratings indicate enthusiastic praise for our integrity, caring, knowledge, attention to detail, professionalism, etc. We take great pride in that and set off every day to earn that trust. We also pay for the privilege of belonging to the Revdex.com in order to help us conduct our client dealings with complete transparency. At the time of this complaint, we have been in business for 15 years and have performed over 6,000 home inspections for Fairfield County families. We must be doing something right. You'd never know it from this anomaly complaint.

There's a good reason for that. It isn't accurate. The customer called and was abusive verbally on the telephone, exhausted himself, and actually put his spouse on the phone to continue the tirade. He actually states in his complaint that he feels it's his right to scream at service providers. Nevertheless, we listened and offered repeatedly to meet them at their home to explain and clarify. The customers initially agreed, and perhaps embarrassed by their behavior, then refused to meet with us.

They then continued and expanded their inaccurate complaint to the regional director of our franchise, and then to a vice president at our franchise. Then on to the Revdex.com, and then to the Department of Consumer Protection. Throughout all this time, repeated telephone calls and e-mails, the detail and minutia of the claim expanded. In other words, they tried to pile on months of living in a home discovering trivial items like inoperable venetian blinds and missing weather-stripping just as examples, as a pattern of carelessness.

They bemoaned us as lazy for not moving large amounts of personal belongings that obstructed views of walls, when in fact, we are not allowed to do so to prevent personal property damage or personal injury. They don't understand the concept of representative testing of redundant items like outlets, switches, windows, etc. And on and on it goes. One trumped up claim after the next.

The primary complaint, that the condition of the roof was not revealed is again, simply inaccurate. Not only was there advice to anticipate and budget for near term replacement, photographs of the roof were provided showing its condition. You be the judge; here's exactly what we reported:

"Based on the age of the house and considering that the first layer was covered at the end of its

rated service life of 20 years, one can calculate an approximate age of 21 years for the top layer of 25 year rated shingles. The shingles are worn, lifting and have a short life remaining. We recommend that you budget for a near term need to replace the roof shingles which

will include removing the previous layers and replacing the chimney flashings."

There was never was, nor has there ever been, with any client, any agreement to only inspect under certain weather conditions. Weather conditions are out of our control and cannot be anticipated in advance. We work every day, rain or shine.

The simple fact is, there is a limit to the amount of personal abuse that any professional will tolerate. We tried very hard to satisfy this customer and we dispute the "facts" presented as inaccurate or out of the defined scope of a home inspection. Unfortunately, and as every business owner knows, some customers cannot be satisfied. A business owner can only spend so much time massaging a problem client before they must eventually move on to the real needs of current customers. We regret we did not satisfy this party.

Consumer Response /* (3000, 8, 2013/08/20) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

No Settlement was Offered: The following issues were discovered after purchase of my home: Dry rot along the vertical wood at the front door. Unable to properly anchor door closer. No interior outside water turnoff at rear of home. Frozen water shut offs in bathrooms, dangerous arcing of electrical outlet and overhead light in laundry room,. These listed issues are addressed in the CT Consumer Protection Regulations. Not listed in the regulations were the window treatments that are not attached and fall off upon adjusting, window screens that where not usable. The fact the inspector stated that he does not check all electrical outlets or overhead lights and apparently doesn't check water shut offs and plain view treatments because "he doesn't have to" leads me to ask what the overall quality of this inspection was. I was told that If I wanted to submit a complaint, " go ahead and do what you have to do".

Prior to submitting my complaint to Revdex.com I asked that the owner of Pillar to Post to come to my home and observe my complaints. He stated that he would. Instead he had the original inspector contact me. I discussed the problems with the electrical outlet, the sparking overhead light, the dry rot and other issues. He was very defensive and stated that he does not check all of the electrical outlets or lights. I called, and left messages for the owner, two times, to contact me but have not received any communication from him. I believe that Pillar to Post failed to comply to CT Consumer Protection [redacted] 200-491-4 (exterior door inspection), XX-XXX-X Plumbing System inspection and XX-XXX-X Electrical Inspection. I believe that Pillar to Post failed to comply to CT Consumer Protection [redacted] 200-491-4 (exterior door inspection), 20-491-5 Plumbing System inspection and XX-XXX-X Electrical Inspection.

The pattern I see evolving here is that I feel misled by this company. Upon registering my complaint I was labeled as unprofessional. The issue never seemed to be that the customer had a complaint that might be valid. No effort was made by the owner to verify that his employee may have failed to properly inspect my home. An attempt is made to concentrate on "unprofessional behavior" of the customer and not on whether a proper inspection was done.

In my initial conversation with this firm I clearly explained that I would not be able to attend this home inspection as we had to return to Missouri where we resided. I was told that it would not be a problem. Due it being winter with partial snow on the roof I specifically stated that the inspection could be put off until someone could get up on the roof. When the inspection was to be preformed I was notified and I was told that they could get up on the roof. My primary issue is that I believe that I was misled and only found out that a visual inspection was preformed due to existing conditions. That "this customer did not take the time to attend his home inspection, nor he follow-up with us prior to closing" is ,again , misleading. We closed on April 5,2013. On February 28, 2013, while in Missouri, I spoke to the person who inspected our home and shared my dissatisfaction with the roof issue.

Business Response /* (4000, 10, 2013/08/22) */

To reiterate from our initial and final response to this matter, we regret we did not satisfy this party.

Great, professional, thorough, most of all genuinely nice and caring people! Could not have asked for anybody better to complete our inspection. Dave really helped us feel good about the house, and gave us an awful lot of invaluable information to help us out for a long time to come!

Excellent service, very thorough.

Did a great thorough job, answered all our questions along the way. Never felt rushed & John was very knowledgable

Review: They did an inspection on my house. They did not check the roof. Which had no flashing along the bottom roof to the side of the house and has since been leaking and causing mold in my home.Desired Settlement: I had to have the roof redone on the lower portion on my home. With new wood and flashing. It cost me over $4,000. I also need to replace the Sheetrock in my home which has mold on it. I would have negotiated the cost with the person that I bought the house from. Now I believe that I should be reimbursed because the inspection made no mention of this problem.

Business

Response:

Good morning - we have received the complaint and will pull the home inspection report for review. Since the inspection took place over a year ago, it has been archived off-site This complaint was never brought directly to our attention. This is the first we have been informed of it, and as such, the consumer has not followed the agreed contractual complaint process. According to the consumer's provided information to the Revdex.com, the issue actually occurred back in April of 2015, and the inspection in July of 2014. Complaints would typically come to our office immediately from a consumer when an issue occurs, so this is certainly an unusual approach. A home inspection is not a guarantee of future performance of home systems, and not a home warranty. It is our hope that repairs were not completed without giving us an opportunity to review conditions to determine what / if any problem existed prior to any work being done. We will respond promptly after our initial home inspection report review and that should be by the end of this week. Thank you.